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development:applications:support_request

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development:applications:support_request [2021/12/09 16:34] – 10.5.5.92development:applications:support_request [2023/06/16 10:29] (current) – 10.91.110.100
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 ==== Overview ==== ==== Overview ====
  
-The Support Request Application is developed for auto-creating support requests in ScottyPro Ticketer, and for customers easily access their requested tickets, which removal of manual operational and support work to enable the team to focus on triage of new tickets and non-repetitive work. The APP has been integrated with Errigal Common Header and CAS in Global Admin Tool, also supports Google Analytics.+The Support Request Application is developed for auto-creating support requests in ScottyPro Ticketer, and for customers to easily access their requested tickets, which removal of manual operational and support work to enable the team to focus on triage of new tickets and non-repetitive work. The APP has been integrated with Errigal Common Header, CAS, Userprofile, also tracked by Google Analytics.
  
 Repo: https://bitbucket.org/errigal/support-request/src/dev/ Repo: https://bitbucket.org/errigal/support-request/src/dev/
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 The APP has been integrated with CAS and Userprofile. The APP has been integrated with CAS and Userprofile.
  
-**The APP link on the Support Page can also be turn-off by changing the url.support-request to "unknown" instead of the real link. +User can visit support-request from either the button on Support Page, or link directly 
-**+  * The APP link on the Support Page can also be turn-off by changing the url.support-request to "unknown" instead of the real link. 
 +  * There are two types of links for visiting a ticket 
 +    * The link with a ticket ID at the end can only be accessed by a login user. 
 +    * The link with a ticket ID and correct external key at the end can be accessed by anyone. The external key is generated by system based on the ticket ID, it can be get from "Get Sharable Link".
  
 {{ :development:applications:sr-btn-new.png?600 |}} {{ :development:applications:sr-btn-new.png?600 |}}
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 View 1: Shows user's own tickets and company tickets View 1: Shows user's own tickets and company tickets
   * By clicking the **My Tickets/Company Tickets** button, the admin user can switch between the own tickets view and the whole company tickets view.   * By clicking the **My Tickets/Company Tickets** button, the admin user can switch between the own tickets view and the whole company tickets view.
-  * The user visibility is restricted by the env customer, which is defined on config entry VISIBILITY and WORKFLOW.  +  * The user visibility is restricted by the env customer, which is defined on config_entry table: VISIBILITY and WORKFLOW.  
-  * **My Tickets** will list all the tickets that Support Request Details form requester email field value matching login user's email.+  * **My Tickets** will list all the tickets that Support Request Details form Requester Email/Point of Contact field value matching login user's email.
   * The 4 input/dropdown components are for filtering tickets based on Ticket ID, Ticket Priority, Ticket Summary/Description(the description field on Support Request Details form)/Title(initial issue title/summary that customer put when creating the request), Ticket Status. Only open tickets will be shown as default, but with the toggle turn-on, most recent closed tickets will be shown as well, default to last 28 days' tickets, and this is configurable.  The filtering will work with re-querying from API.   * The 4 input/dropdown components are for filtering tickets based on Ticket ID, Ticket Priority, Ticket Summary/Description(the description field on Support Request Details form)/Title(initial issue title/summary that customer put when creating the request), Ticket Status. Only open tickets will be shown as default, but with the toggle turn-on, most recent closed tickets will be shown as well, default to last 28 days' tickets, and this is configurable.  The filtering will work with re-querying from API.
   * The tickets data table support global search within the current tickets list.   * The tickets data table support global search within the current tickets list.
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 View 2: Ticket Details View 2: Ticket Details
-  * By clicking each of the tickets on the table, the detailed info of that specific ticket will be brought back to the user.+  * By clicking each of the tickets on the table, or using ticket ID to access directly, the detailed info of that specific ticket will be brought back to the user.
   * Clicking each of the attachments on the ticket to download the file.   * Clicking each of the attachments on the ticket to download the file.
   * User can update some of the ticket info from here.   * User can update some of the ticket info from here.
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   * **fields** to define all the form components to be rendered, 4 types of components are supported: TEXTFIELD, TEXTAREA, DROPDOWN, CHECKBOX   * **fields** to define all the form components to be rendered, 4 types of components are supported: TEXTFIELD, TEXTAREA, DROPDOWN, CHECKBOX
   * **fields** config   * **fields** config
-    * name: name of the field, should be unique for each form, suggest in Camel case+    * name: name of the field, should be **unique** for each form
     * type: TEXTFIELD/TEXTAREA/DROPDOWN/CHECKBOX     * type: TEXTFIELD/TEXTAREA/DROPDOWN/CHECKBOX
     * label: the label of the field, free term     * label: the label of the field, free term
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   * There are basic length limits on all the TEXTFIELD(<=255), TEXTAREA(<=15000)   * There are basic length limits on all the TEXTFIELD(<=255), TEXTAREA(<=15000)
   * **applications**: the suggested associate applications to be rendered in Affected Areas   * **applications**: the suggested associate applications to be rendered in Affected Areas
 +  * When the request is submitted, all the info in dynamic fields will be stored in the description field on Support Request Details form as name/value pair.
  
 ---- ----
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 ---- ----
 +
 +==== Appendix ====
  
 For further information see requirements document[[https://drive.google.com/drive/folders/1laRr0Lw7-Oo5bpYuhP1VAnevH9x072_U?usp=sharing|here]] For further information see requirements document[[https://drive.google.com/drive/folders/1laRr0Lw7-Oo5bpYuhP1VAnevH9x072_U?usp=sharing|here]]
  
 +[[https://bitbucket.org/errigal/support-request/src/dev/|Bitbucket Repo]]
 +
 +R&D Doc: 
 +3.20 TBD
 +[[https://docs.google.com/document/d/1zDfQkwvafyM0-AdJkKEs-X5sXJeSW6jelddexkbj2mE/edit?usp=sharing|3.18]]
 +[[https://docs.google.com/document/d/1IARK-EqzDOA-wWcyVqp2duYQLr5yNJIwu-YrVTuwWH0/edit?usp=sharing|3.15]]
 +[[https://docs.google.com/document/d/1by_lWX-y1SdBVOlrseLPCZjVKiQSt4YGELoPNlZQHRg/edit?usp=sharing|3.14]]
 +[[https://docs.google.com/document/d/1wSALTdpIp_o2DFhfJxxcc9_FEjslpHilzEMpGdyCGwE/edit?usp=sharing|3.13]]
 +
 +----
 +
 +==== Operation Tips ====
  
 __**Tips when navigating the Support Request Application.**__ __**Tips when navigating the Support Request Application.**__
development/applications/support_request.1639067674.txt.gz · Last modified: 2021/12/09 16:34 by 10.5.5.92

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